Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to get verified for a first responder discount through sheerID and it keeps getting denied. According to their website, the document they are requesting is what I am submitting and it's still getting denied. My fire district secretary even tried to update my badge to a new date just in case and it still doesn't work. There is nobody to contact to resolve the issue. I emailed them but they don't respond.

  Business Response

  Date: 03/03/2025

  Hi *******,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for any inconvenience you may have experienced.

  At this time, it would appear you've already reached out to our Email Support Team where they indicated your request has been approved. In the future as SheerID does not have phone support, please continue to contact our email support team here: *************************************************** as they are the best means of assisting you with your verification concerns. 

  We hope you enjoy your offer.

  Kind Regards, 
  SheerID Verification Support
  

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am filing a formal complaint against SheerID, a verification service partnering with ************************, for their failure to address inquiries about the **************** Program application process and their lack of transparency in document review.On Jan-31-2025, I submitted documentation to SheerID as part of my application for Lululemons **************** Program. Despite SheerIDs stated commitment to respond to inquiries within 13 business days, I have received no communication from their team, even after 4 follow-up attempts via email between Feb-01 and Feb-11. Below are my concerns:Failure to *************** Commitments: SheerIDs correspondence claim a 13 business day response time. However, they have ignored 4 emails over 2 weeks, leaving me unable to resolve issues with my application.Lack of Transparency in Review Process: SheerID provides no clarity on how documents are evaluated, what standards are applied, or why delays occur. This opacity prevents applicants like myself from understanding or addressing potential issues.Poor ***************** The absence of acknowledgment or escalation pathways for unresolved cases demonstrates a disregard for customer concerns. This has caused significant frustration and delays in accessing a program I may rightfully qualify for. Requested Resolution:1. An immediate response from SheerID regarding the status of my **************** application.2. A detailed explanation of their review process and the reason for delayed/no communication, along with transparent criteria for document verification.I have attached copies of my submitted documentation, email follow-ups, and screenshots of SheerIDs advertised response timeline for your reference.I urge the BBB to investigate this pattern of unresponsiveness and hold SheerID accountable for improving their customer service standards.Thank you for your attention to this matter! Sincerely,

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unresponsive for over a week, non-human, AI, and pre-written template replies both via e-mail and social media with SheerID Inc. Insincere and unprofessional -- lack of follow up. Trying to utilize their services to obtain special offers for veterans on LinkedIn "Premium Free for veterans", etc. seems more like a "black-hole" and your time and efforts is spent better elsewhere. Hopefully, a more respectable company takes their place and programs move away from their system and "services" -- or lack thereof. To make it worse, if you are a veteran outside the ***, good luck, as I think they only do SMS verifications with US/Mexico phone-numbers, which is a part of getting approved for deals and offers, presumably. I'd leave 0 Stars if possible. To add to insult, the ******** staff disabled LinkedIn PM's after repeated, professional, formal requests for support, and pleading on their wall for assistance. This is very dishonorable conduct and I am shocked such an organization has an agreement or trust within the veteran community. Update: A fellow veteran contact brought to my attention that SheerID given the very poor and illiterate nature of English being used in recent correspondences has now possibly outsourced customer service and handling of US military sensitive documents. Appalling.

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to express my frustration with Sheer ID regarding their refusal to honor my valid credentials for discounts, despite other verification systems and retailers recognizing them.I am currently waiting for my dependent ID appointment, but the military ID I possess is still valid. For example, during a recent visit to a Lululemon store in *****, they honored my military ID for the discount without issue. Additionally, my ID is still accepted on military installations. Despite this, Sheer ID continues to deny my eligibility for the military discount.Furthermore, I have been working in healthcare since 2017 and hold a valid badge, which ***** and other major retail brands accept without any problems. However, Sheer ID also refuses to recognize this credential for healthcare-related discounts.I am seeking Sheer IDs accountability and improvement in recognizing valid forms of identification. Their lack of consistency is disappointing and detracts from the customer experience for those of us who serve in healthcare and/or have military affiliations.

  Business Response

  Date: 01/02/2025

  Hi ***,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for any inconvenience you may have experienced. At this time, SheerID does not have phone support, so in order to best assist you with your verification request, please contact our email support team here: ***************************************************.

  Once you fill out the form, if you have not already, one of our capable email agents will be delighted to review your request and provide appropriate next steps.

  Kind Regards, 
  SheerID Verification Support
  

  
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22755011
  
  I am rejecting this response because: This is an automated message from Sheer Id. I would I would like someone to reach out to me, which is why involved the BBB as a mediator.
  Sincerely,
  
  *** *********

  Business Response

  Date: 01/08/2025

  Hi ***,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for any inconvenience you may have experienced. At this time, SheerID does not have phone support, so in order to best assist you with your verification request. We have referred your request to our Escalations team for further assistance. 

  Kind Regards, 
  SheerID Verification Support
  

  
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22755011
  
  I am rejecting this response because:
  I work in healthcare, what documents do you need for that? I work for a county hospital.

  I cannot get my ID renewed until the end of the month regardless due to back up appointments.

  
  Sincerely,
  
  *** *********

  Business Response

  Date: 01/09/2025

  Hi ***,

  Thank you for responding, I'm happy to provide further clarification.

  Please know that resolution to verification requests cannot take place on BBB directly given the privacy and document privacy concerns. As previously indicated by our last correspondence, your request was forwarded to our Escalation Specialist for further assistance.

  I'm sorry if this is the not the answer were hoping for, but we must emphasize any resolution to your verification concerns must take place through SheerID directly.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being forced to work with the company to verify me so that I may have the Target Circle program at a discount. The problem with this company is they keep telling me the documents I am sending are not correct WHEN THEY ARE. My EBT Benefits card, my SS letter. What is wrong with you SheerID, you are harassing me and telling me that I am not sending the correct documents when I AM SENDING THE CORRECT DOCUMENTS. See this as a formal complaint and I have also reached out the ****** CEO with this complaint as well. If you cannot do your job correctly then go do something else. I want a call and I want to know why you are harassing me when I have sent all that you have requested and it shows proof that I qualify?

  Business Response

  Date: 12/13/2024

  Hi *******,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for any inconvenience you may have experienced. At this time, SheerID does not have phone support, so in order to best assist you with your verification request, please contact our email support team here: ***************************************************.

  Once you fill out the form, if you have not already, one of our capable email agents will be delighted to review your request and provide appropriate next steps.

  Kind Regards, SheerID Verification Support
  

  
  

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a yoga teacher (private 1:1 instructor) and have been attempting to apply for Lululemon's sweat collective for 3+ weeks. I constantly received this error: "Thank you for uploading your document(s) for review. Unfortunately, we're unable to complete the verification process due to the following reason:The document is insufficient for establishing eligibility for this offer. If this was a mistake you can try applying again or contact SheerID for assistance."I have contacted SheerID multiple times and the only response I have received is an auto-generated email stating "Thanks for reaching out to SheerID about a verification request. Our Verification Support team is currently responding to requests within 1-3 days." It have been way past 3 days and there is absolutely no other way to contact them on their website. They also do NOT respond to any email. They already have a ton of complains against them on here and is high time they fix their ways!

• Initial Complaint

  Date:11/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a military veteran, I was attempting to purchase **** Pro sleeves, leggings, and basketball shoes for my daughter in preparation for the upcoming basketball year. I am aware that **** offers discounts to military personnel, so I proceeded to verify my status through Sheer **. After submitting photographs of my military **, I received a notification indicating that this documentation was insufficient. In an effort to comply with the requirements, I consulted the ** site and found that LES are acceptable for verification. I then submitted a photograph of my LES, only to receive another email stating that the dates were inaccurate. This has led me to believe that the individual responsible for verifying these documents may not have the necessary expertise to interpret them correctly. I find it highly unprofessional to employ individuals for the critical task of document verification without ensuring they are adequately trained. Such discrepancies not only inconvenience customers but also reflect poorly on your organization. It is disheartening to feel that my service to the country is not appropriately recognized, particularly when attempting to access a benefit I rightfully deserve. I have served for 11 years in the ********************************, with my most recent deployment being a six-month tour in ************. All I wish to do is purchase basketball shoes for my child and receive the military discount that is intended for veterans like myself. I previously reached out to your customer service regarding this matter and received a response indicating that they could not access my documents and were unaware of the situation. This lack of resolution is concerning. I feel compelled to bring this matter to your attention, as it is vital for organizations like **** to be aware of the level of service provided by Sheer **, especially to military veterans. I hope that you will take my feedback seriously and work towards improving the verification process.

  Business Response

  Date: 11/25/2024

  Hello ******,

  Thank you for bringing this to our attention and leaving feedback about your experience. At this time, SheerID does not provide phone support, but we are happy to continue assisting you via email.
  We apologize for the frustration you have experienced with your attempts to verify the **** offer. With the provided information, we have been able to retrieve your prior correspondence with our email agents and can confirm your verification request was ultimately approved. Please be sure to check your inbox for additional information going forward regarding your experience and the receipt of your coupon code. 

  Kind Regards,
  SheerID Verification Support

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm trying to verify my overseas military status for GoogleFi. I uploaded my PCS orders that state my overseas tour is 36 months with return date of September of 2025. I'm still overseas and I will be here until September of 2025 After uploading my PCS orders, I received a message "The document has already expired or was issued too far in the past. Please upload a more recent document." I have sent in my current LES with the same message back. Active Duty PCS orders do not expire neither does an LES. I have contacted this company multiple times with no resolution. My wife has also contacted them with no result. THey sate they work 24/365 however it has been over 96 hours since i have heard aything. with there response time from ***** hours. Please assist and better train thier personnel on how to read military orders and to give contact back to me.

  Business Response

  Date: 11/21/2024

  Hello *****,

  Thank you for bringing this to our attention and leaving feedback about your experience. At this time, SheerID does not provide phone support, but we are happy to continue assisting you via email.

  We apologize for the frustration you have experienced with your attempts to verify for the ****** Fi offer. With the provided information, we have been able to retrieve your prior correspondence with our email agents and your latest ticket has been forwarded to our escalations team at this time. They should be reaching out to you shortly.

  Kind Regards,
  SheerID Verification Support

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22586327
  
  I am rejecting this response because: I know sheerid does not do phone service, my complaint is that my active duty LES did not satisfy the requirement even though the email they sent me ask for my recent LES
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/25/2024

  Hi *****,

  Thank you for reaching back out, were happy to further clarify. 

  We understand your continued frustrations with your attempts to verify for the ****** Fi offer. As previously mentioned, we must emphasize if a resolution is to be achieved, the best course of action is to continue working with the escalation team. An additional ticket has been sent to our escalations department to assist you further going forward.

  We can confirm our escalations team reached out to provide further context on the guidelines surrounding the ****** Fi offer and your verifications potential success going forward. If you would like to proceed with a resolution, it it best to continue correspondence via our escalations channels. 

  Kind Regards,
  SheerID Verification Support

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22586327
  
  I am rejecting this response because: this done need to be escalated your request and LES and I provided one. I have provided it multiple times with it being rejected or 9 response back from your company. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/27/2024

  Hi *****,

  Thank you for responding, I'm happy to further clarify.

  As our Escalation Specialist has indicated in your past correspondence with them, SheerID partners with many retailers that have unique rules and guidelines. When we agree to partner with the retailers, we are also agreeing to provide verification services based on the rules and guidelines that the retailer has provided to us. A breach in these guidelines would be a breach of trust for the retailers and the customers that they provide goods or services to. 

  If you have any concerns or feedback to provide regarding the Client's offer guidelines, I would humbly encourage you to reach out to them directly. 

  With that said, I must emphasize once again if any means of gaining approval are desired, you would best be served responding to said Escalation Specialist for further assistance going forward. I'm sorry if this isn't the response you were looking for, but hope any further correspondence is resolved via the client or through our Escalations team going forward. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22586327
  
  I am rejecting this response because: its clear that you are not understanding what I am saying. I understand that your clients have a set regulations. However what I am saying is that your company SheerID stated that I needed an LES to prove my military status to conform to gogglefi standards. And when I have provided that I still get no response. I am also in contact with ****** Fimeaning I have canceled my service with them. I no longer need any further explanation. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/02/2024

  Hi *****,

  I'm happy to further assist. 

  In review of our Escalation Specialist's correspondence with you, it has been confirmed they reached out to provide the requirements set by ****** Fi. They will be reaching out again as you have stated no response was received, but please know that rejecting our response here will continue this correspondence in a loop. It is best to continue conversing with the Escalation Specialist to resolve any concerns regarding verification.

  As you have stated you already discontinued your service with ****** Fi, I would urge you to continue conversing with them for a resolution. 

  With that said, you should be receiving and additional message from our Escalation Specialist going forward. 

  Customer Answer

  Date: 12/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to verify my active duty military status with ******** to access their Premium offer. That verification process is run through SheerID. On Oct 7, using their webform, I uploaded 2 LES from the last 90 days and a copy of my current PCS orders, along with my driver's license. Each time, the documents were rejected with no indication of what the issue was. I have followed up via email 5 separate times and reached out via X with no response, despite their automated email giving a response time of 1-3 days. I reached out directly to ******** and was told they cannot verify my status directly. No response to a query or path for resolving the issue in 6 weeks is unacceptable.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm trying to verify my overseas military status for GoogleFi. I uploaded my PCS orders that state my overseas tour is 36 months with RNLTD of August 2022. I'm still in *******... I will be here until August *****... After uploading my PCS orders, I received a message "The document has already expired or was issued too far in the past. Please upload a more recent document." Active Duty PCS orders do not expire... Please assist and better train your personnel on how to read military orders.

  Business Response

  Date: 09/13/2024

  Hello ******,

  Thank you for reaching back out, were happy to further clarify. 

  We understand your continued frustrations with your attempts to verify for the ****** Fi offer. After a formal investigation, it appears one of our email agents has already reached out to you with a resolution at this time. Please be sure to check your inbox for further assistance.

  Kind Regards,
  SheerID Verification Support

  Customer Answer

  Date: 09/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************